Call Centre Trainer – Saudi Nationals Only

15 ديسمبر، 2022

0 0 دقيقة واحدة

الوصف الوظيفي

Duties and responsibilities:The Trainer will be responsible for the development, maintenance, and facilitation of high impact training curriculum for the Operations department. You will work with leaders across multiple business lines to ensure training programs support department objectives and ensure that training documents are up to date and reflect the needs of the organization● Assist in designing and developing a service quality index that measures agent performance against service excellence criteria. ● Perform, and support customer care supervisors in performing, case and call audits to measure the quality of service provided by agents using the service quality index ● Manage the creation and circulation of service quality reports ● Design and develop training curriculum and content for instructor-led classes for both classroom and virtual classroom delivery.● Develop & deliver onboarding training for classroom and virtual environments.● Engage with Internal Subject Matter Experts on defining training needs.● Coordinate training, content needs and delivery timelines● Provides day-to-day coaching; actively work to promote and recognize performance● Maintains knowledge of all processes and ability to handle any question from newly hired agents.● Maintain an up to date and accurate database of agents training progress and achievements.● Updates and schedules refresher training to all agents. Scheduling training sessions to minimize disruptions to normal working● Coordinates multi department training● Developing new skills in agents for maximizing agent retention and growth● Works with management and supervisors to assess and determine agents training needs and hold personal performance sessions with each agent and supervisor● Works with other departments for process changes and implements those processes with agents● Quickly ramp-up on new courses as needed.● Build and maintain excellent relationships with key stakeholders● Create assessments/certifications for Training material